TL;DR
The Consumer Rights Act 2015 gives shoppers the right to a full refund within 30 days of buying a faulty product. Repair or replacement applies after 30 days. Faults discovered within six months are assumed present at purchase.
The Consumer Rights Act 2015 sets out the legal protections that apply when buying goods, services or digital content in the UK. Shoppers have the right to a full refund within 30 days of buying a faulty product, repair or replacement after that, and the burden of proof shifts in the customer's favour for the first six months.
The short-term right to reject
Customers have 30 days from purchase to reject a faulty product and demand a full refund. The right applies if the goods are faulty, not as described, or not fit for purpose under section 9, 10 and 11 of the Act.
The 30 days starts when the product is delivered or made available. For perishable goods such as fresh food, the right runs only until the product would reasonably be expected to perish.
Repair or replacement after 30 days
Between 30 days and six months, customers can ask for repair or replacement rather than a refund. The retailer chooses which to offer, but cannot impose a cost or substantial inconvenience.
If repair or replacement is not possible or fails, the customer can claim a refund or price reduction. The exact remedy depends on the circumstances but the retailer cannot refuse to engage with the claim.
The six-month presumption
Faults discovered within the first six months are presumed to have been present at the point of purchase. The retailer can rebut the presumption with evidence, but the burden of proof rests with the retailer rather than the customer.
After six months the burden shifts back to the customer. The customer needs to show that the fault was present at purchase rather than caused by use or wear and tear. Independent reports can support a claim.
The six-year limit
Claims under the Consumer Rights Act can be brought up to six years after purchase in England, Wales and Northern Ireland under the Limitation Act 1980. Scotland uses a five-year limit under the Prescription and Limitation (Scotland) Act 1973.
Manufacturer warranties run alongside the legal rights. A 12-month warranty does not override the six-year right to claim under the Act if the product fails because of an inherent defect.
How to make a claim
Contact the retailer first with the receipt or proof of purchase. Most retailers have a customer service process for refunds and complaints, accessible through the website or in store.
If the retailer refuses to engage, the next step is the Alternative Dispute Resolution scheme if the retailer is a member, or a small claims court application for amounts up to £10,000 in England and Wales. Citizens Advice on 0800 144 8848 offers free guidance.
Key facts
- 30-day right to reject faulty goods for a refund.
- Repair or replacement applies after 30 days.
- Six-month presumption that faults were present at purchase.
- Six-year claim limit in England, Wales and Northern Ireland.
- Five-year limit in Scotland.
FAQ
How long do I have to return a faulty item?
30 days from delivery for a full refund. Between 30 days and six months you can ask for repair or replacement. The six-year claim limit covers inherent defects.
Does the manufacturer's warranty cover me?
A manufacturer warranty runs alongside Consumer Rights Act protections. A 12-month warranty does not override the six-year right to claim under the Act for inherent defects.
What if the shop refuses a refund?
Contact Citizens Advice on 0800 144 8848 for free guidance. The next step is Alternative Dispute Resolution if the retailer is a member, or a small claims court application for amounts up to £10,000.
Does the six-month rule apply to all faults?
Yes, faults discovered within six months are presumed to have been present at purchase. The retailer can rebut the presumption with evidence, but the burden of proof rests with the retailer.
